Information Systems is going to work as hard as we can to support our entire user base remotely during this work from home phase. Due to the fact we will also be working remotely in at least some capacity, your methods of reaching us for support will have to change slightly during this time. While we understand how overwhelming this entire process may be, we are dedicated to supporting our users and their technical needs, so don’t hesitate to reach out to us when needed.

Please review our preferred methods of reaching us for support below, and try to use them in the order listed.

METHOD #1: Ticketing System

If you are logged into your desktop and are experiencing standard desktop issues that are not urgent, we still prefer you use our DDKY Helpdesk. You can find the shortcut for DDKY Helpdesk on your desktop.

We prefer the ticketing system because it helps us prioritize issues, assign tickets to one another, and it is far better for tracking your issues so they are not lost in the daily shuffle during this time.

METHOD #2: Microsoft Teams

If you are logged into your desktop and are experiencing standard desktop issues and need an immediate response, check our presence on Teams and reach out to us with a direct message. Casey, Paul and I will be readily available on Teams during our normal coverage hours of 7am-5pm Monday-Friday.

METHOD #3: Cellphone

If method number #1 and #2 are not available to you, our if your issue is urgent and needs immediate attention, cellphones are the best way to reach us directly. Text messages are acceptable, but please prefix your text message with your name so we know who you are.

Casey Dillard            (502) 758-6525

Joseph Glasnovic     (502) 475-7666

Paul Morris                (502) 644-3694

That said, please try to self-troubleshoot small issues if you come across them to lessen the workload on the IT staff.

Self-Troubleshooting

Video not working?

• Check video cable connection between zero client and monitor, make sure both ends are seated fully. Unplug them and plug them in again if necessary.
• Check the power cable connected to the power strip and the back of the monitor. Make sure both ends are seated fully.
• Make sure the power strip is switched to the ON position, and plugged into a wall outlet.

Keyboard/Mouse not working?

• Check USB connections on the back of the zero client, make sure they are seated fully. Unplug them and plug them in again if necessary.
• If problems persist, try another keyboard/mouse from a home PC if you have them available.
• Network connection issues?
• Check the blue Ethernet cable connections on the back of the zero client, make sure it is seated fuly.
• Check your home internet connection, do other computers/laptops in the house have a connection?
• Does your home router/modem have all green lights? Have you rebooted your router/modem?
• If problems persist with home internet, you may need to call your internet service provider.

Delta Dental Team

We are proud of your efforts to adapt and work together to do what is necessary to get through this difficult time.  We want our employees to feel as safe as possible, and we are continually monitoring the developments to lessen the impact of this situation on our team.   The information below is intended to keep you up-to-date on decisions made by our leadership team and to provide important instructions on steps to help us navigate the weeks ahead.

Working from Home

Employees concerned for their health or those with compromised immune systems should work from home.  This may include, but is not limited to, those with underlying health conditions (heart or lung disease, diabetes, etc.), those who are 60+ years old, those who have recently had surgery, etc. or those employees caring for someone with any of these conditions.

If you meet this criteria, please consult with your manager to discuss how your role can be accommodated in a work from home capacity.

Remote Work Requirements: The leadership team is temporarily suspending several remote work requirements during this time.  We understand that not every staff member will have a dedicated workspace and we will allow you to work remotely as long as you:

o   Are maintaining the confidentiality of Protected Health Information (PHI) and other protected confidential information;

o   Are implementing good information security practices; and

o   Immediately notify your direct manager if security matters arise.

Child Care:  Schools and daycares are closed or will be soon, and we understand this may disrupt your workday.  We ask that you work the best you can while caring for your children, elderly parents or other dependents.  Please talk with your manager if your situation is affecting your ability to meet work expectations.

Voice Mail Messages

If you are working from home, we request that you change your voicemail greeting connected to your work phone number (736-EXT#) to reflect our current situation. For example:

Voicemail - Hello, this is [name] [position] with Delta Dental of Kentucky. To help reduce the risk of exposure and spread of the coronavirus, our staff is currently working remotely.  Please leave me a message and I will return your call as soon as possible.

To access your voice mail remotely and change the greeting:

o   Call 736-4600

o   You will be prompted for your extension (5 digits- 6# # # #) and your p in

PTO

Employees may continue to request PTO through UltiPro.  Please let your manager know if you submit a new request so that it can be approved.

Operating Hours

Customer Service:  Starting on Wednesday, March 18^th, Customer Service hours will be changed to 8:00 am to 4:00 pm.  A plan to communicate this to our customers and partners is being developed.

Mail Services:  Effective immediately, Mail Room hours will be changed to 7:00 am to 3:30 pm. Mail services will be checking the KY-Mail Services inbox daily and can continue to fulfill your printing and mail requests at this time.

Building Visitors

To help minimize risk to employees, effective immediately, no visitors will be allowed to enter the building without manager approval.  A communication to those visitors who will be affected is also in progress.

As a reminder, if you are suffering from acute illness, especially fever, cough, and shortness of breath, we encourage you to seek medical attention following the CDC guidelines.  If you contract COVID-19 or are exposed to someone who has been diagnosed with the virus, please notify your manager and HR.

Thanks for all that you are doing for Delta Dental. We will continue to evaluate employee needs and share additional information and resources as they become available.  Stay Healthy!

Best,

Jude

For those employees participating in our Anthem health plan, please see the information below regarding coverage for COVID-19 testing, the use of LiveHealth, and some prescription restrictions that have been temporarily suspended.   There are additional details on the attached FAQ.  

Hello Delta Dental Team,

As you may be aware, Kentucky Governor Andy Beshear issued an order effective Thursday, March 26, 2020 at 8:00 pm allowing only businesses that provide life-sustaining services to remain open to essential personnel.  DDKY falls under the essential infrastructure category of Healthcare/Public Health as an entity that manages “health plans, billing, and health information, who cannot practically work remotely” in its entirety.  (See the Cybersecurity and Infrastructure Security Agency (CISA) memorandum for additional details).

Over 90% of our employees are already working from home and doing a great job in their temporary environment. However, we still wanted to communicate how our operations will work under the new order.  Effective at 8:00 pm today, only essential staff deemed necessary to maintain critical business functions will have authorization to be on-site at DDKY’s office.  Managers are being sent a list of employees who are considered essential under the current circumstances, and you will be notified if you are one of the individuals authorized to be on-site.  However, if you are identified as an on-site essential employee, in most cases, this does not mean you will need to go to the office every day.  Some individuals will only be listed as a back-up to another employee in case of sickness or other events that may occur.

Of course, we consider all of our employees to be essential members of our Delta Dental team and appreciate your effort and willingness to work remotely. However, in order to protect the workforce and our community, only those employees with a signed travel authorization identifying them as needed for every day critical functions will be authorized in the building (ex: IT, mail services to distribute invoices, paper claims, checks, etc.). Please contact your manager if you have questions.

More information on the Governor’s order and updates on Kentucky’s COVID-19 response can be found at www.kycovid19.ky.gov.  

Thanks for your continued cooperation and stay healthy!

Best

Jude

Delta Dental Team-

Attached is the notice for The Families First Coronavirus Response Act (FFCRA) issued by the Department of Labor’s (DOL) Wage and Hour Division, effective April 1, 2020.  This notice explains the qualifying reasons entitling eligible employees to paid sick leave and expanded FMLA.  We will also be posting this notice on Kentucky’s Radar page and on our DDKY coronavirus resource webpage.

Essentially, an employee is entitled to take leave related to COVID-19 if the employee is unable to work, including unable to telework, due to certain qualifying reasons. Currently, approximately 97% of our staff have the ability to telework and all employees are receiving full pay and benefits.  Those who cannot telework have been provided a travel authorization to come into the office for business critical tasks. 

To address some of your concerns regarding the FFCRA and how it may impact you with respect to the COVID-19 pandemic, here are a few FAQs from the DOL to provide some further clarification:

·         When am I able to telework under the FFCRA?

You may telework when your employer permits or allows you to perform work while you are at home or at a location other than your normal workplace. Telework is work for which normal wages must be paid and is not compensated under the paid leave provisions of the FFCRA.

·         What does it mean to be unable to work, including telework, for COVID-19 related reasons?

You are unable to work if your employer has work for you and one of the COVID-19 qualifying reasons set forth in the FFCRA prevents you from being able to perform that work, either under normal circumstances at your normal worksite or by means of telework. If you and your employer agree that you will work your normal number of work hours, but outside of your normally scheduled hours (for instance early in the morning or late at night), then you are able to work and leave is not necessary unless a COVID-19 qualifying reason prevents you from working that schedule.

·         If I am or become unable to telework, am I entitled to paid sick leave or expanded family and medical leave?

If your employer permits teleworking—for example, allows you to perform certain tasks or work a certain number of hours from home or at a location other than your normal workplace—and you are unable to perform those tasks or work the required hours because of one of the qualifying reasons for paid sick leave, then you are entitled to take paid sick leave. 

Similarly, if you are unable to perform those teleworking tasks or work the required teleworking hours because you need to care for your child whose school or place of care is closed, or child care provider is unavailable, because of COVID-19 related reasons, then you are entitled to take expanded family and medical leave. Of course, to the extent you are able to telework while caring for your child, paid sick leave and expanded family and medical leave is not available.

If you have questions regarding this notice or you are experiencing one of the qualifying reasons that will prevent you from teleworking, please let me know.  I will keep everyone posted with any updates once this goes into effect tomorrow.  We appreciate your patience as we navigate this unprecedented territory. 

Take care and stay healthy!!!

****Please see informtion in below section

Hi Everyone,

I want to tell you how proud I am of our team at Delta Dental of Kentucky.  Above all, our #1 goal is for you and your family to be healthy and safe at home.  As of today, our teams have worked to allow 97% of our associates to work from home and I want to commend all of you for the service levels you have been able to keep up and conduct during this difficult time.  You always amaze me and continue to do so!

Let me mention this, if you’re feeling as if you have symptoms, don’t wait.  Please use our Anthem Live Health online through our Anthem insurance to speak to a healthcare provider.  Anthem is waiving all co-pays and costs related to COVID-19.  Also, please keep in mind that our EAP services are available to you if you feel you need to talk with anyone or are feeling overwhelmed.  This is a free service to you.  The EAP number is 1-800-634-6433.

Please don’t hesitate to reach out to me if you need to talk.  You can call me on my cell at 502-553-7722.

As a reminder, Delta Dental of Kentucky continues to pay your base salary and benefits as we work through these current times.

Please stay healthy and safe!

Jude

****Please see video in below section

Good morning Team-

In these difficult times related to the COVID-19 pandemic, many are facing a myriad of issues including worries about their own health, navigating a new normal of either telecommuting or working while social distancing, financial concerns, and changes in family routines. Our EAP provider, LifeMatters, is offering weekly sessions to educate participants about common reactions they may be experiencing, as well as a review of self-care strategies followed by a question and answer period. 

Self Care during the COVID-19 Pandemic

Join us for a webinar on Apr 13, 2020 at 6:00 PM EDT.  Register now!

Self Care during the COVID-19 Pandemic

Join us for a webinar on Apr 21, 2020 at 6:00 PM EDT.  Register now!

LifeMatters has also developed a series of educational materials related COVID-19. Topics are added frequently (see current topics below) and updates can be found at https://www.empathia.com/promos/COVID19.php.

COVID-19 Materials from LifeMatters

 Managing Stress and Worry

Coping with Worry - PDF Document

Managing a Stressful Change - PDF Document

Self-Care for Stress - PDF Document

Staying Healthy

 Washing Your Hands - PDF Document

Avoiding a Viral Illness - PDF Document

Quarantine Tips - PDF Document

Working from Home

 Work Smart When You Work From Home - PDF Document

Coping with Loneliness - PDF Document

How to Successfully Work Remotely - Webinar (30 minutes)

Family and Child Care

 Talking to Children About a Viral Outbreak - PDF Document

Balancing Work and Family - PDF Document

Finances

 Managing Financial Stress - PDF Document

Cut Your Debt Now! - PDF Document

Coping with Grief and Loss

Path to Coping - PDF Document

Understanding Grief - PDF Document

Helping a Child Cope with Grief - PDF Document

Resources for Managers

 Managing Through an Epidemic - PDF Document

Managing Remote Staff - PDF Document

How to Successfully Manage Remote Employees - Webinar (30 minutes)

Good Morning Delta Dental Team,

I hope everyone is doing well! Thanks for your continuing efforts to keep things running smoothly as we work remotely.

Governor Beshear’s update last evening included the announcement that Kentucky dental offices may choose to begin reopening on Monday, April 27^th.  With that recent development, we want to share that Delta Dental of Kentucky employees should continue to work-at-home through May 31^st. The tentative back-to-work start date is currently scheduled for Monday, June 1^st. However, if we find it difficult to maintain our service levels for our customers, we may adjust our return-to-work plan.

When we return to the office, it is important to continue safe practices.  We have a team established to implement these protocols and changes, which we will be sharing with you very soon.

We appreciate your flexibility and if you have any questions, please do not hesitate to contact Paige or me.

Thank you,

Angie 

Happy Friday!

We hope everyone is doing well as we continue to work remotely.  Thanks for the feedback you provided to your managers regarding your individual circumstances and your ability to return to work.  Taking your interests into consideration, along with Kentucky’s Healthy at Work guidelines, DDKY plans to gradually phase employees back in to the office environment.  Your manager will be providing details next week once we have finalized a timeline to slowly transition employees back into the building.  

Attached is DDKY’s Back-to-Work Strategy which outlines some of the new in-office processes and procedures being put in place for your health and safety.  Please review the necessary protocols to be followed in order to ensure a safe and successful return to work. 

We appreciate our Delta Dental team and all that you do.   Have a great weekend!

Hello Delta Dental Team,

We have received a few questions regarding time off (PTO) and want to make sure all employees know that it is acceptable to take days off as we are working from home.  DDKY has not made any restrictions on the use of PTO and some employees have already requested and taken days off during this time period. 

The process of requesting and taking PTO remains the same. Continue to work with your manager to plan and schedule PTO for the upcoming months to ensure proper coverage, in all departments, between now and the end of the year.  DDKY’s PTO policy allows employees to roll over up to 80 hours of paid time off at the end of the year.  We encourage employees to look at their accrual balances and plan ahead, so that no one has to forfeit any hours at year end.

If you have any questions, please contact your manager or me. Thanks.

COVID-19 Hotline (800) 722-5725

The COVID-19 Hotline is a service provided by the healthcare professionals at the KY Poison Control Center who can provide advice and answer questions. For general information, please review their website prior to calling the hotline.

https://chfs.ky.gov/agencies/dph/pages/covid19.aspx

Stay aware of the latest information on the COVID-19 outbreak.

https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public

15 Days to Slow the Spread

https://www.whitehouse.gov/wp-content/uploads/2020/03/03.16.20_coronavirus-guidance_8.5x11_315PM.pdf

Follow these tips on how to successfully work from home.

https://www.cbsnews.com/news/coronavirus-pandemic-tips-for-working-from-home/

Advice from the CDC on how you can help you and your family cope with the stress of the Coronavirus outbreak.

https://www.cdc.gov/coronavirus/2019-ncov/prepare/managing-stress-anxiety.html

https://www.heart.org/en/about-us/coronavirus-covid-19-resources

Managing Stress and Worry

Coping with Worry - PDF Document

Managing a Stressful Change - PDF Document

Self-Care for Stress - PDF Document

Staying Healthy

 Washing Your Hands - PDF Document

Avoiding a Viral Illness - PDF Document

Quarantine Tips - PDF Document

Working from Home

 Work Smart When You Work From Home - PDF Document

Coping with Loneliness - PDF Document

How to Successfully Work Remotely - Webinar (30 minutes)

Family and Child Care

 Talking to Children About a Viral Outbreak - PDF Document

Balancing Work and Family - PDF Document

Finances

 Managing Financial Stress - PDF Document

Cut Your Debt Now! - PDF Document

Coping with Grief and Loss

Path to Coping - PDF Document

Understanding Grief - PDF Document

Helping a Child Cope with Grief - PDF Document

Resources for Managers

 Managing Through an Epidemic - PDF Document

Managing Remote Staff - PDF Document

How to Successfully Manage Remote Employees - Webinar (30 minutes)